Senior Director of Implementation

The Role

Every signed partnership goes live on time, at quality, without engineering heroics. That is the whole mandate.

We have live partners today and more in build, and we have learned the hard way that launch quality currently depends too much on who happens to be assigned. You will fix that: build the delivery pods, build the repeatable launch process, and own the launch date. Your primary metric is on-time launch rate, with a target of moving signature to go-live under 60 days.

You will report to the Chief Business Officer and lead a team of deployment strategists and solutions engineers, growing to three pods. You will also be the escalation path for partners, which today defaults to engineering and should not.

What You'll Do

• Own the launch of every enterprise partnership from signature to go-live, across co-branded deployments, embedded chat and API integrations
• Build and lead delivery pods, each pairing a deployment strategist who owns the plan and the partner relationship with one to two solutions engineers
• Own the requirements document and hold the line on scope. If a partner asks for something new, it goes to the deal desk and product, not into the build
• Own the technical service level agreement and the delivery commitments we make in every statement of work, including before signature
• Stand up the launch playbook: internal kickoff at 80% closed, external kickoff, build, QA, clinical readiness, go-live, and the 30-day retro
• Run the handoff from sales, and make sure nobody walks into a partner kickoff without having read the statement of work
• Partner with our Enterprise Product Lead on the bespoke versus platform call, and drive the share of partner requirements we can meet with existing product upward every quarter
• Own the reuse verdict after each launch: template it, productize it, or retire it
• Be the escalation path, so that engineering can build instead of firefight

What We're Looking for

• 8+ years in implementation, professional services, technical program management or solutions delivery, including 3+ years managing people
• Has delivered technical integrations into regulated enterprises: health systems, payers, pharmacy, or financial services
• Technically fluent. APIs, webhooks, SSO, and healthcare data standards such as FHIR. You can hold your own with engineers and be useful in the conversation
• Has told a customer no and kept the relationship. This is the single most important thing we are screening for
• Has built process where none existed, rather than administered process someone else designed
• Writes clearly and runs a meeting well. Most of the failure modes in this job are communication failures
• Based in New York City or willing to relocate. This is a hybrid role

Nice to Have

• FHIR R4, HL7, or direct Epic or Cerner integration experience
• Has run a pod, squad or forward-deployed engineering model
• Telehealth or clinical workflow delivery experience
• Experience introducing self-service tooling or a partner portal to reduce manual onboarding
• Has owned a technical SLA and the support tiering behind it

Compensation & Benefits

• Base salary range: $225-$250k + equity
• Health reimbursement allowance, support for well-being, and flexible time off